Product Support Analyst

Summary

Kodiak Solutions provides technology-driven solutions for healthcare finance, unclaimed property, risk management, and revenue cycle management. The Product Support Analyst supports and implements software through assigned incidents, requests, and changes, while collaborating with Product, Engineering, and other teams. The role involves resolving customer support cases, learning product datasets and codebases, prioritizing requests, and applying compliance and product documentation.

Responsibilities

• Learn technical skills required to resolve customer support cases/requests
• Learn team structure and deliver assigned items in established timelines
• Gain an understanding of various product and service datasets, codebases, and business purpose as part of support and implementation responsibilities
• Learning to balance and prioritize individual workload across different types of requests leveraging ticketing system (ServiceNow)
• Learn compliance standards across various product areas
• Leveraging documentation related to products and services tasked with supporting/implementing

Skills

• Bachelor's degree in Computer Science, MIS, Information Systems or engineering fields, or equivalent experience
• 3+ years of relevant experience in product support and/or product implementation
• Min 3 years of experience with Microsoft SQL Stack (T-SQL, SSIS, SSRS)
• Ability to develop product knowledge in a domain area, and across product lines
• Ability to work in a shifting environment while maintaining various levels of standardization and consistency
• Experience with ticketing system(s)
• Candidates must be legally authorized to work in the United States. This position is not eligible for employment visa sponsorship now or in the future
• Preferably ServiceNow
• Experience with Microsoft Azure and/or Snowflake, a plus
• Technology certifications, a plus

Qualifications

Must Haves

• Bachelor's degree in Computer Science, MIS, Information Systems or engineering fields, or equivalent experience
• 3+ years of relevant experience in product support and/or product implementation
• Min 3 years of experience with Microsoft SQL Stack (T-SQL, SSIS, SSRS)
• Ability to develop product knowledge in a domain area, and across product lines
• Ability to work in a shifting environment while maintaining various levels of standardization and consistency
• Experience with ticketing system(s)
• Candidates must be legally authorized to work in the United States. This position is not eligible for employment visa sponsorship now or in the future

Nice to Haves

• preferably ServiceNow
• Experience with Microsoft Azure and/or Snowflake, a plus
• Technology certifications, a plus